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Replies posted by MichaelS24

11 Replies

M
Skilled Expert
MichaelS24Skilled Expert
asked in Ticket & Workflow Management

User Information from Custom Service Item Field with Requester Data Source

Thank you both for your responses. Look forward to trying this out later and building my familiarity with Fresh’s Webhook/JSON Parser nodes!Will more than likely need to pull department out of multiple so will report back on how I go later.

8
Daniel Söderlund
Skilled Expert
1 year ago
M
Skilled Expert
MichaelS24Skilled Expert
asked in Automations

Having trouble with API Response Body

Hi Daniel,This is how it appears in the execution logs of the workflows I have run with that particular webhook in there. Other nodes that use GET return a response body that you would expect as well within the same workflow.

9
zachary.king
Skilled Expert
1 year ago
M
Skilled Expert
MichaelS24Skilled Expert
asked in Automations

Having trouble with API Response Body

Sorry I should have specified but the data is dynamic and will have a new value everytime the workflow runs. As I understand it, the response body needs to return in correct JSON formatting to be able to parse correctly. I will try do a better illustration of the issues I am having.The workflow makes the following GET call using the WR-node with a dynamic requester ID based on information from the ticket.https://linkforce.freshservice.com/api/v2/assets?filter=%22user_id%3A%20{{P8.root.requester.id}}%22 When testing a Requester ID within the workflow, the response body of the data appears as expected:I then use the Parser node to get the fields I want to reference in another WR-Node further along the workflow. However when the workflow is run when using the event triggers I have set up. The response body is returned in square brackets [response_body] making it so I can not select the specific fields I need in the subsequent WR-nodes in the same workflow.This is how it plays out:  I am h

9
zachary.king
Skilled Expert
1 year ago
M
Skilled Expert
MichaelS24Skilled Expert
asked in Automations

Having trouble with API Response Body

The image of the formatting used from the failed response was never actually used in my workflows, just to illustrate my thought process. I was tripped up because the fields I ended up referencing further along actually weren’t showing in my tests - a mistake I made.It is working as expected now after some more tests. Thank you very much @daniel.soderlund and @zachary.king for your speedy feedback and helpful advice!

9
zachary.king
Skilled Expert
1 year ago
M
Apprentice
Manning Park
asked in Analytics

Requestor Field Removeal or Disable

To confirm, the requester field can be hidden using code. We had a similar concern and so opted to hide it completely.Our experience is that staff are not missing this field. When it comes to submitting “Issues” specifically on behalf of someone else, they will simply fill in the context in the description. It is at the agent's discretion if updating the form with a different requester/requested_for will be beneficial for tracking/historical purposes. We have found that the staff submitting ticket is the more reliable contact point which is more important for us, though I appreciate every organization is different.Best of luck with the implementation. FreshService has been a successful tool for us but not without its quirks. It does, however, have room for creative workarounds and there is a great community who are willing to help.

5
M
Skilled Expert
1 year ago
W
Contributor
WQOliviaContributor
asked in Automations

Task Conditional - When task closed

Hello - I think when you first join the FreshService trial there is an example workflow in the “Task” automation section in workflow automator. This is a good way to see in action how it works. This Fresh article also appears to cover the main things you need to know to get started: Setting up Task Automations : Freshservice

3
PatrickMurphy
Skilled Expert
1 year ago
M
Contributor
Melwin_CGFContributor
asked in Employee Onboarding

Freshservice Offboarding Module

Hi Melwin,One idea that springs to mind (please take with a grain of salt as I have not actually tested).SR1:Create fields in SR1 that would match the fields in SR 2. Then, use business rules to ensure they are not visible/mandatory to the requester, but they are still visible to the agent.SR2:Create a mandatory field for the manager to enter the Ticket ID.Then continue your existing flow:SR1 is raised by HR and manager is sent link to SR2 Manager inputs Ticket ID in SR2 and fills out the fields Create a workflow that triggers when SR2 is raised. You can have a “Update Service Request” Web Request that uses the SR1 ticket ID and populate SR1 custom fields with SR2 field entries (the ones that were hidden to HR but exposed to agents) Perhaps add an action to automatically close SR2 Can likely create tasks for SR1 as well based on field entries using Web RequestLike I say, haven’t had this requirement in our own instance so not tested and proven. At the very least, I hope it aids in you

2
Daniel Söderlund
Skilled Expert
1 year ago
jk1990
Apprentice
jk1990Apprentice
asked in Automations

Automator Web Request Body Empty on POST

Hey jk1990,Try add the following filter in the description placeholder {{ticket.description | sanitize_html}}.Look at the last example in this post for more information: Powerful Placeholders with Liquid Filters : FreshserviceI hope this will sort it out as I kept running into the same problem with my web-requests for a long time.Let us know how you go!  

4
jk1990
Apprentice
1 year ago
jk1990
Apprentice
jk1990Apprentice
asked in Automations

Automator Web Request Body Empty on POST

I am questioning the requester placeholder now. Looking at the documentation for POST. Should be either:“requester_id”: 12345678900 OR“email”: “first.last@domain.com”I would also enclose the text fields in double-quotes and keep the sanitize_html filter.{ "subject": "{{ticket.subject}}", "description": "{{ticket.description | sanitize_html}}", "priority": {{ticket.priority}}, "urgency": {{ticket.urgency}}, "id": {{ticket.id}}, "email": "{{ticket.from_email}}"}or{ "subject": "{{ticket.subject}}", "description": "{{ticket.description | sanitize_html}}", "priority": {{ticket.priority}}, "urgency": {{ticket.urgency}}, "id": {{ticket.id}}, "requester_id": {{id}}}Would test using example input params in the web request node to get a bit more information and using a process of elimination. Failing that - might be worth hitting up fresh support

4
jk1990
Apprentice
1 year ago
R
Skilled Expert
RichardRSkilled Expert
asked in Automations

Workflow action after Alert is set to resolved

Hi Richard,If the event for when alert is resolved is not triggering, could you possibly add a custom field that is hidden by business rules in the ticket?Then when the external monitoring app resolves the ticket it also updates this custom field. Then you can create an event based on the custom field changing value or being set to something specific etc…Cheers 

8
vidhisharma
Community Debut
1 year ago
Ben Paddick
Apprentice
Ben PaddickApprentice
asked in Automations

Assistance Required with Utilising Custom Objects in Forms and Automations

Hi Ben,It’s been a while since I have created a workflow that required looking at custom objects, readers, etc… I vaguely remember encountering a similar issue.Nevertheless, here’s what I have in a workflow and hopefully it might help you. Below picture does the following to reference the Custom Object table and then used the values elsewhere in the workflowWeb Request node > Get request for the service item. /api/v2/tickets/{{ticket.id_numeric}}/requested_items JSON Parser node > reads the response body from requested item. Reader node > grabs the record ID from the parser node. I can then reference the reader node in other actions and pull other fields from the custom object record.I wonder if you can reference the requested item custom field directly in the filter section of the reader node. This might bypass the need to make a GET request and use the parser node. I can’t remember if I ran into an issue with that method potentially?I am hoping that you have found a solutio

3
Daniel Söderlund
Skilled Expert
3 days ago

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